TY - CHAP A1 - Wiethölter, Jost A1 - Salingré, Jan A1 - Feldmann, Carsten A1 - Schwanitz, Johannes A1 - Niessing, Joerg T1 - Exploring Customer Journey Mining and RPA: Prediction of Customers’ Next Touchpoint T2 - Business Process Management: Blockchain, Robotic Process Automation and Educators Forum. BPM 2023. Lecture Notes in Business Information Processing, vol 491. J. Köpke (ed.) Y1 - 2023 SN - 978-3-031-43432-7 U6 - http://dx.doi.org/10.1007/978-3-031-43433-4_12 SP - 181 EP - 196 PB - Springer CY - Cham ER - TY - CHAP A1 - Wiethölter, Jost A1 - Salingré, Jan A1 - Feldmann, Carsten A1 - Schwanitz, Johannes A1 - Niessing, Jörg ED - Köpke, Julius ED - Plattfaut, Ralf ED - Gdowska, Katarzyna ED - Munoz-Gama, Jorge ED - van der Werf, Jan Martijn ED - López-Pintado, Orlenys ED - Rehse, Jana-Rebecca ED - Gonzalez-Lopez, Fernanda ED - Smit, Koen T1 - Exploring Customer Journey Mining and RPA: Prediction of Customers’ Next Touchpoint T2 - Business Process Management: Blockchain, Robotic Process Automation and Educators Forum N2 - In-depth analysis of customer journeys to broaden the understanding of customer behaviors and expectations in order to improve the customer experience is considered highly relevant in modern business practices. Recent studies predominantly focus on retrospective analysis of customer data, whereas more forward-directed concepts, namely predictions, are rarely addressed. Additionally, the integration of robotic process automation (RPA) to potentially increase the efficiency of customer journey analysis is not discussed in the current field of research. To fill this research gap, this paper introduces “customer journey mining”. Process mining techniques are applied to leverage digital customer data for accurate prediction of customer movements through individual journeys, creating valuable insights for improving the customer experience. Striving for improved efficiency, the potential interplay of RPA and customer journey mining is examined accordingly. The research methodology followed is based on a design science research process. An initially defined customer journey mining artifact is operationalized through an illustrative case study. This operationalization is achieved by analyzing a log file of an online travel agency functioning as an orientation for researchers and practitioners while also evaluating the initially defined framework. The data is used to train seven distinct prediction models to forecast the touchpoint a customer is most likely to visit next. Gradient-boosted trees yield the highest prediction accuracy with 43.1%. The findings further indicate technical suitability for RPA implementation, while financial viability is unlikely. KW - Customer Journey Mining KW - Customer Journey Mapping KW - Robotic Process Automation KW - Process Mining KW - Prediction Y1 - 2023 UR - https://link.springer.com/chapter/10.1007/978-3-031-43433-4_12#Abs1 SN - 978-3-031-43432-7 U6 - http://dx.doi.org/https://doi.org/10.1007/978-3-031-43433-4 SN - 1865-1348 SP - 181 EP - 196 PB - Springer ER - TY - CHAP A1 - Winkelhaus, Mario A1 - Vallée, Franz T1 - Prognosis model for synergy determination in horizontal logistic cooperations T2 - Wolfgang Kersten, Thorsten Blecker und Christian M. Ringle: Sustainability and Collaboration in Supply Chain Management. A Comprehensive Insight into Current Management Approaches Y1 - 2013 SN - 978-3-8441-0266-6 SP - 179 EP - 198 PB - Josel Eul Verlag CY - Hamburg ET - Band 16 ER - TY - CHAP A1 - Winkelhaus, Mario A1 - Vallée, Franz T1 - Model-based quantification of synergy effects in horizontal transport cooperation T2 - Indian Institute of Management Bangalore (Hg.): SCM Conference 2012. Builduing Efficient Retail Supply Chain Y1 - 2012 SP - 180 EP - 184 CY - Bangalore ER - TY - CHAP A1 - Wolf, Juliane A1 - Guthoff, Anja A1 - Pfingsten, Andreas T1 - On the Compatibility of Value at Risk, Other Risk Concepts, and Expected Utility Maximization T2 - Hipp et al, Geld, Finanzwirtschaft, Banken und Versicherungen, Beiträge zum 7. Symposium Geld, Finanzwirtschaft, Banken und Versicherungen an der Universität Karlsruhe vom 11.-13. Dezember 1996, Zugle Y1 - 1996 SP - 591 EP - 614 ER - TY - CHAP A1 - Wolf, Juliane A1 - Guthoff, Anja A1 - Pfingsten, Andreas T1 - Effects on Risk Taking Resulting from Limiting the Value at Risk or the Lower Partial Moment One T2 - Institute of Actuaries of Australia (Hrsg.), Beiträge zum 7. Internationalen AFIR-Colloquium, Band 1, Sydney 1997, Zugleich Diskussions­beitrag 97-03 des Instituts für Kreditwesen der Universität Müns Y1 - 1997 SP - 355 EP - 378 CY - Sydney ER - TY - JOUR A1 - Woltering, Tim A1 - Sardoux Klasen, André A1 - Feldmann, Carsten T1 - The Economic Value Added of Augmented Reality in the Packing Process JF - Journal of Applied Business and Economics Y1 - 2020 U6 - http://dx.doi.org/10.33423/jabe.v22i5.3051 VL - 22 IS - 5 SP - 88 EP - 96 ER - TY - RPRT A1 - Wyszogrodzki, Piotr A1 - Baaken, Thomas T1 - A research study on 18 start-up hubs in Europe. Affiliation and Publisher: PricewaterhouseCoopers Y1 - 2019 U6 - http://dx.doi.org/10.13140/RG.2.2.28138.67524 ER - TY - JOUR A1 - Öhlschlegel, Sonja A1 - Piontkowski, Ursula T1 - Topic progression and social categorization. Violations of neutral and local coherence as a mean for achieving positive social distinctiveness in face-to-face intergroup communication JF - Journal of Language and Social Psychology Y1 - 1997 SN - 0261-927X VL - Vol. 16 IS - No. 4 SP - 444 EP - 455 ER -